Penggunaan Computer Science Pada Customer Relationship Management Menggunakan Sistematik Review
Abstract
Customer Relationship Management (CRM) merupakan strategi yang dilakukan untuk meningkatkan loyalitas pelanggan dan kinerja suatu perusahaan. Computer science merupakan studi tentang teori, eksperimen, dan teknik yang membentuk dasar-dasar untuk perancangan dan penggunaan komputer. Tujuan dari penelitian ini untuk mengetahui fungsi computer science pada CRM menggunakan sistematika review. Dari hasil penelitian terdapat beberapa metode yang digunakan dalam CRM untuk meningkatkan loyalitas pelanggan dan kinerja suatu perusahaan diantaranya menggunakan metode data mining, metode customer lifetime value, penggunaan E-CRM, penggunaan Call Center, metode Analytical Hierarchy Process (AHP). Untuk perusahaan yang bergerak di bidang supermarket lebih disarankan menggunakan metode data mining. Sementara untuk jenis perusahaan seperti telekomunikasi lebih di saran untuk menggunakan metode Customer Lifetime Value (CLV) atau AHP. Sedangkan call center dan e-CRM dapat digunakan untuk perbankan yang menuntut pelayanan prima bagi pelanggan. Tujuan utamanya adalah untuk membangun teknologi pendukung dalam memenuhi kebutuhan pelanggan untuk mencapai target perusahaan yang berorientasi kepada pelanggan.References
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